[et_pb_section bb_built=”1″ admin_label=”section” _builder_version=”3.0.47″][et_pb_row admin_label=”row” _builder_version=”3.0.47″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”][et_pb_column type=”4_4″][et_pb_text admin_label=”Text” _builder_version=”3.0.47″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”]<\/p>\n
Ms. Gauthier(1) requested a semi-private room when she was first hospitalized. However, she ended up in a room with a man and was very uncomfortable because she needed abdominal care. There were no curtains in between the beds because they had been removed for cleaning.<\/p>\n
Ms. Gauthier was very disappointed with her experience at the hospital and wanted to file a complaint, but she did not know where or how to go about it. She had heard about the CAAP and decided to call to find out more.<\/p>\n
The advisor who spoke to her explained that she would have to file a complaint with the Service Quality and Complaints Commissioner at the hospital where she had been treated and that she could make her complaint by phone or in writing. Ms. Gauthier didn\u2019t feel comfortable phoning the commissioner herself. She told the advisor that she would prefer to file a written complaint, but that it seemed complicated and lengthy, and that she was a little discouraged. The CAAP advisor explained that she could help her draft her complaint. Ms. Gauthier was pleased and made an appointment with the advisor to proceed with the complaint.<\/p>\n
During the meeting, the advisor explained to Ms. Gauthier that she was entitled to her privacy and dignity, even at the hospital, and that her desire to file a complaint was legitimate. The advisor took note of the events so she could prepare a letter for Ms. Gauthier to approve and sign. All Ms. Gauthier had to do after that was send it to the commissioner.<\/p>\n
The advisor explained to Ms. Gauthier that the Complaints Commissioner would contact her to hear her version of events. She offered to help Ms. Gauthier prepare and even accompany her to the interview. This made Ms. Gauthier feel more confident. She could see that her request was being taken very seriously.<\/p>\n
At the end of the commissioner\u2019s investigation, Ms. Gauthier received a letter from the commissioner. The commissioner concluded that Ms. Gauthier\u2019s complaint was justified and informed her that corrective measures had been put in place at the hospital.<\/p>\n
According to the commissioner, temporary measures could have been taken to respect Ms. Gauthier\u2019s privacy, such as putting up a portable screen or moving her to a different room. However, since a semi-private room does not exclude the possibility of sharing the room with someone of the opposite sex, Ms. Gauthier learned that she should have been informed of this possibility. In fact, the commissioner told her that she could have asked to change rooms. The Commissioner recognized that Ms. Gauthier had the right to be informed about all of these alternatives.<\/p>\n
She therefore asked the hospital admissions manager to correct this by reminding the staff who manage beds to inform patients of all their options. In addition, a written reminder was also sent to all care teams to prevent a similar situation from occurring in the future.<\/p>\n
In the end, Ms. Gauthier was able to see that her complaint had helped move things forward.<\/p>\n
(1) Not her real name. Any resemblance to actual events experienced by actual persons living or dead is purely coincidental.<\/p>\n
[\/et_pb_text][et_pb_cta title=”Need help with your own complaint?” button_url=”https:\/\/caapca.ca\/en\/make-a-complaint\/” button_text=”Ask the CAAP for help!” _builder_version=”3.0.105″ \/][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"
To get an idea of the process from start to finish!<\/p>\n","protected":false},"author":1,"featured_media":869,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"Madame\u00a0Gauthier (1) a demand\u00e9 une chambre semi-priv\u00e9e quand elle a d\u00fb \u00eatre hospitalis\u00e9e pour une premi\u00e8re fois. Cependant, on l\u2019a mise en cohabitation avec un homme et cela l\u2019intimidait beaucoup \u00e9tant donn\u00e9 qu\u2019elle devait recevoir des soins \u00e0 l\u2019abdomen. De plus, il n\u2019y avait pas de rideau pour s\u00e9parer les lits. Il avait \u00e9t\u00e9 retir\u00e9 pour \u00eatre nettoy\u00e9.\r\n\r\nTr\u00e8s d\u00e9\u00e7ue de son exp\u00e9rience \u00e0 l\u2019h\u00f4pital, madame Gauthier souhaitait porter plainte, mais elle ne savait pas o\u00f9 ni comment. Elle avait d\u00e9j\u00e0 entendu parler du CAAP et a d\u00e9cid\u00e9 d\u2019appeler pour en savoir plus.\r\n\r\nLa conseill\u00e8re avec qui elle a \u00e9t\u00e9 mise en communication lui a expliqu\u00e9 que les plaintes devaient \u00eatre d\u00e9pos\u00e9es au commissariat aux plaintes et \u00e0 la qualit\u00e9 des services de l\u2019h\u00f4pital o\u00f9 elle \u00e9tait. Qu\u2019elle pouvait faire sa plainte par t\u00e9l\u00e9phone ou par \u00e9crit. Madame Gauthier ne se sentait pas \u00e0 l\u2019aise d\u2019appeler elle-m\u00eame au commissariat. Elle indique \u00e0 la conseill\u00e8re qu\u2019elle pr\u00e9f\u00e8rerait formuler une plainte \u00e9crite, mais que cela lui semble compliqu\u00e9 et long. Elle s\u2019avoue un peu d\u00e9courag\u00e9e. La conseill\u00e8re du CAAP lui explique qu\u2019elle peut l\u2019aider \u00e0 produire une lettre de plainte. Rassur\u00e9e, madame Gauthier prend rendez-vous avec elle pour aller de l\u2019avant.\r\n\r\nLors de la rencontre, la conseill\u00e8re a expliqu\u00e9 \u00e0 madame Gauthier qu\u2019elle avait le droit que son intimit\u00e9 et sa dignit\u00e9 soient respect\u00e9es, m\u00eame \u00e0 l\u2019h\u00f4pital, et que son souhait de porter plainte \u00e9tait l\u00e9gitime. Elle a pris en notes les \u00e9v\u00e9nements rapport\u00e9s afin de pr\u00e9parer un brouillon de lettre que madame Gauthier allait pouvoir approuver puis signer. Il ne lui resterait plus qu\u2019\u00e0 la poster au commissariat.\r\n\r\nLa conseill\u00e8re avait bien indiqu\u00e9 que la commissaire aux plaintes entrerait en contact avec madame Gauthier pour entendre sa version des faits. Elle lui a donc offert de l\u2019aider \u00e0 se pr\u00e9parer et de l\u2019accompagner pour cet entretien. Madame Gauthier s\u2019est sentie plus confiante et a bien pu constater qu\u2019on prenait sa demande au s\u00e9rieux.\r\n\r\nAu terme de l\u2019enqu\u00eate men\u00e9e par le commissariat, madame Gauthier a re\u00e7u une lettre de la commissaire. Cette derni\u00e8re a pu conclure que sa plainte \u00e9tait justifi\u00e9e et que des mesures correctives avaient \u00e9t\u00e9 mises en place \u00e0 l\u2019h\u00f4pital.\r\n\r\nEn effet, selon la commissaire, on aurait pu proposer des mesures temporaires pour pr\u00e9server l\u2019intimit\u00e9 de madame Gauthier\u2009; en installant un paravent mobile ou en l\u2019emmenant ailleurs, par exemple. Cependant, comme une chambre semi-priv\u00e9e n\u2019exclue pas la possibilit\u00e9 d\u2019\u00eatre avec une personne de l\u2019autre sexe, madame Gauthier a appris qu\u2019on aurait d\u00fb l\u2019informer de cette possibilit\u00e9. D\u2019ailleurs, la commissaire lui a indiqu\u00e9 qu\u2019elle aurait pu demander de changer de chambre. Ainsi, la commissaire reconnaissait qu\u2019elle aurait eu le droit d\u2019\u00eatre inform\u00e9e sur l\u2019ensemble de ces alternatives.\r\n\r\nCons\u00e9quemment, elle a demand\u00e9 au gestionnaire des admissions de corriger cette lacune par un rappel aupr\u00e8s du personnel qui assure la gestion des lits. De plus, un rappel par communiqu\u00e9 \u00e9crit a \u00e9galement \u00e9t\u00e9 fait \u00e0 toutes les \u00e9quipes de soins afin d\u2019\u00e9viter que pareille situation ne se produise.\r\n\r\nEnfin, madame Gauthier a pu constater que sa plainte a permis de faire avancer les choses.\r\n\r\n(1) Nom fictif. Toutes ressemblances avec une situation ayant \u00e9t\u00e9 v\u00e9cue par une ou des personnes existantes ou ayant exist\u00e9 sont purement fortuites.","_et_gb_content_width":"","footnotes":""},"categories":[42,46],"tags":[51,11,8,7,52],"class_list":["post-645","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","category-at-the-caap","tag-caap-en","tag-commissariat-aux-plaintes-et-a-la-qualite-des-services","tag-demarche","tag-plainte","tag-services-en"],"_links":{"self":[{"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/posts\/645","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/comments?post=645"}],"version-history":[{"count":14,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/posts\/645\/revisions"}],"predecessor-version":[{"id":967,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/posts\/645\/revisions\/967"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/media\/869"}],"wp:attachment":[{"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/media?parent=645"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/categories?post=645"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/tags?post=645"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}